Customer Service Advisor

Please note that this role is based in Birmingham City Centre, with some requirement to travel to and work at the Wolverhampton branch. Full flexibility is essential.

If you enjoy connecting with people and making a difference, a career in Customer Service within our Branch Network could be a fantastic opportunity for you. As one of the largest and most impactful teams at YBS, our Branch Network plays a vital role in shaping the success of our organisation. We’re always looking for ways to enhance the customer experience, improve efficiency, and explore new ideas.

And as we embark on an exciting digital transformation, the future is full of possibilities for us and for you.

As a Customer Service Advisor, you’ll:

• Build meaningful relationships with our members and help them find the right products and services to support their goals whether that’s saving for a special trip, buying a first home, or planning for the future.
• Communicate confidently across multiple channels, including in‑branch, over the phone, and online, to support members with their accounts.
• Focus on doing what’s right for our members without the pressure of sales targets.
• Here at YBS no two branches are the same, they each have their own characteristics and qualities that makes working there so special. Here is what the hiring manager had to say about Wolverhampton and Birmingham Branches.
• The Birmingham branch of YBS is located in the heart of the city on New Street, just a short walk from New Street Station. With excellent transport links via tram, train, bus and easy access to the A38 and motorway network, it’s ideal for both commuters and local candidates.
• This is a dual‑location role, with the successful candidate working across both Birmingham and Wolverhampton branches.
• Wolverhampton is a smaller city with direct tram, train and bus links to and from Birmingham. The branch is based in Queen Square, right in the city centre and only a few minutes’ walk from major transport connections.
• Both branches are well‑loved by our members, and within easy commuting distance of each other.
• As Manager, I’m looking to attract someone who has a genuine passion for delivering exceptional customer service and who puts the customer at the heart of everything they do. The ideal candidate embraces change quickly, has a strong digital transformation mindset, and brings the commitment, flexibility, and drive needed to enhance our already successful team.
• We’re looking for someone who cares deeply about their customers, their colleagues, and the organisation they represent, and who is eager to grow, develop, and take ownership of their own progression. This role offers a fantastic opportunity for personal development and potential career advancement a great way to begin your YBS journey.
• Full flexibility is essential.

You don’t need a background in financial services or years of customer service experience. What matters most is your mindset and values. We’re looking for someone who:

• Is motivated to go the extra mile for colleagues and members, contributing to shared goals.
• Thrives in dynamic environments and embraces change with curiosity and positivity.
• Values diversity and understands the importance of different perspectives, experiences, and skills.
• Shows empathy and emotional intelligence, creating a welcoming and supportive atmosphere for everyone.
• Builds strong, respectful relationships with members and teammates.
• Has a growth mindset and is eager to learn through our training and development opportunities.
• Is confident using digital tools and open to learning new technologies.
• Is committed to personal development and staying future‑ready.

At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.

We offer a range of flexible working options without unsocial hours, which can help you find a healthy work‑life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around…